Complaints
This profile includes complaints for FTD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 209 total complaints in the last 3 years.
- 96 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a same day order 3.6.25. It was not delivered without an explanation or email. I checked the status and called in the night of 3.6.25 and was told it would be delivered 3.7.25, it never happened. I called again on 3.8.25 and received the same run around but was told theyd upgrade it at no extra cost to me and deliver it 3.9.25. I received a delivery notification 3.9.25 it was delivered but found it odd my friend never called to say thank you. I called her last night and she never received it.
Business Response
Date: 03/11/2025
Thanks for letting us know about your experience. Were really sorry & disappointed to hear that your order was not delivered on the date you scheduled. Every order is important to us & every customers experience should be the best possible. We apologize that was not the case. We want to assure you that we are taking steps to prevent this from happening in the future.
Your order has been canceled and refunded in full to your original payment method. We have also processed a complimentary order to be delivered to your recipient on the first available date.
We sincerely apologize for the inconvenience you've experienced. Your loyalty and patience during this time are greatly appreciated. We are committed to resolving this matter to your satisfaction and are grateful for the opportunity to serve a valued customer like you.
Initial Complaint
Date:03/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally ordered flowers on Tuesday, Feb 25 for my mother for her birthday. It was to be delivered ****************. Thursday afternoon, I received an email saying they were unable to complete the delivery, with no explanation. It also said they'd deliver as soon as possible on the 28th. I called and asked why and was told the florist was out of stock of the flowers. I said ok, tomorrow morning would be fine. Kind of negates the point of ordering to get delivered on a certain day though. The afternoon of Friday the 28th, flowers still aren't delivered. I call again. The man I spoke with said they'll be delivered by 8pm. Not ideal, as my mom would probably be out to dinner, but at this point I just want them delivered. I asked the man on the phone to call the florist and see when the flowers will be delivered. He puts me on hold for about 2 minutes and says the florist verified they'd be delivered by 8. I bet money he never called the florist. Anyway, flowers never show up. At one point they had refunded me about $17 for the inconvenience. Saturday morning, I call FTD again. Lady I spoke to says she can't call florist because it's too early. But refunds another $11 for the inconvenience. I called back again before lunch on Saturday. This time the man I spoke with said he's going to contact the florist and put me on hold for 6-7 minutes. I believe he actually tried to call. The wouldn't tell me the name of the florist so I can call and do their job for them and see if I can just substitute something. Throughout Saturday and Sunday. Emailed back and forth with ********************************** At first the were going to refund me 30% for the inconvenience. I had to talk to someone that could understand that the flowers were never delivered so I needed a full refund. Received email Sunday that they were going to still deliver flowers Monday, March 3 with a free upgrade and a note saying it was FTD's fault. It's Wednesday and they still haven't shown up. Need the flowers delivered.Business Response
Date: 03/05/2025
Please accept our sincere apologies that your recent order was not delivered as scheduled for your Mother's birthday. Every order is important to us and every customer's experience should be the best possible, and we apologize that was not the case. We want you to know that we are taking steps to ensure this does not happen in the future. Your order has been refunded in full to your original payment method. We have also processed a complimentary order for your Mother and will notify once the delivery has been completed. Once again, we apologize and hope we can make up for our failure in missing such an important occasion. FTD *************Customer Answer
Date: 03/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:02/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 3 arrangements from FTD online to be delivered on 2/13/25. On 2/13 I received 2 of them. On 2/14 I called about the third one and they said it would be delivered on 2/14. It did not arrive. I started emailing customer service and they repeatedly insisted that it was already delivered on 2/13. I asked for a refund , but they again insisted that it was delivered on 2/13. The order number was *********** for at total of $72.91.Business Response
Date: 02/25/2025
We are so sorry to hear that one of your orders was not delivered as scheduled. We have reached out to our florist to request delivery details since it was confirmed as delivered on 2/13. A full refund has been issued to the original payment method that will appear in your account in 3-5 business days. Once again, we apologize for your disappointing experience.Customer Answer
Date: 02/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *********Initial Complaint
Date:02/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 21, 2025, I ordered the "Be Mine Bouquet" normally $90, on sale for $72 for delivery on February 14, 2025. I order flowers through FTD annually for my mother from my father, who passed away 12 years ago. It is an important and meaningful day for my family. Late on February 14th, I found out that my mother had not received her flowers. I had no notification from FTD. I reached out to determine what had happened and what could be done. I was on the phone for 4 hours, passed from person to person. I spoke with over a dozen individuals who either (1) could access my account/order but had no authority to do anything OR (2) were a part of the supervisor team but could not access my account. I was told that the flowers would be delivered on the 15th. I was told they would be delivered on the 17th. I was told there was nothing they could do. The flowers arrived on the 17th, half the stems that were ordered and looking terrible. These were obviously "leftovers". As part of this report to BBB, I wrote directly to the customer service department of ********************** and received NO response, other than an automated email that the flowers had been delivered on the 17th. If you pay to have flowers delivered on a specific holiday (the biggest holiday for florists, I believe) through a large company like FTD, you have a right to expect that they will be delivered. I understand that things happen, but there should have been a notification, there should have been a response to my email, and there should have been at least one human on that 4 hour call that could help me. I paid for a service, for a quality of delivery, and did not receive it. This company is fraudulent and takes no accountability.Business Response
Date: 02/25/2025
We sincerely apologize for the multiple issues you encountered on your *********** day order. Every order is important to us and every customer's experience should be the best possible. We are sorry that was not the case. We have processed a full refund in the amount of $76.32 to your payment method that will appear in your account in 3-5 business days. We have also sent a complimentary offer for the bad experience to the email address on file. We have reviewed your account and are unable to locate any email communication from the email address on file. If you are able to forward them along to the email address the complimentary offer has been sent from, we would greatly appreciate it so we can investigate further. Once again, we sincerely apologize for the disappointing experience.Initial Complaint
Date:02/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered red roses for my bride on Valentines Day they arrived in a box when opened the roses were jammed in the box green leaf pedals were half dead only 1/2 of the roses opened the others were dead and curled they didnt not fit into the red vase that was ordered the teddy **** had a price tag on it my wife felt ashamed and embarrassed not they way it should be In the office with her coworkers looking on I am livid I responded to the FTD FEEDBACK email and stated my problem no response to date I would like a refund for the humiliation and lack of product ordered thank you BBB for your help ******* *******Business Response
Date: 02/25/2025
We sincerely apologize for the issues you encountered with your *********** day order. We have processed a full refund to your payment method that will appear on your account in 3-5 business days.Customer Answer
Date: 02/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:02/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-I ordered flowers for a funeral and they arrived completely dead, see picture. -asked for a full refund of $79.75, but only got $17.76.-I noticed refund was for someone else's order number and gave them my order number.- was told they would redeliver, but the funeral is over, no one is going to funeral home to get the flowers now, so redelivery makes no sense.-I want the full $79.75 refunded since flowers were crunchy brown/dead.Business Response
Date: 02/25/2025
We are so sorry to hear that your plant arrived in poor condition. We have processed a full refund to your original payment method. Please allow 3-5 business days for the amount to appear on your account.Customer Answer
Date: 02/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ******Initial Complaint
Date:02/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed order for bonsai tree to be delivered on Feb 14th. Says in description "will be delivered to your door by local florist". It was delivered by ***, left atop a mailbox at the end of our road, in 10 degrees below freezing weather. The tree was dead.Called and told customer support what happened, they assured me they'd get another one in good shape to me by the 17th.. It arrived, again by **** delivered to the door this time, and if also DEAD. ***, in the boxes with the tree are instruction manuals that say "NEVER let the tree freeze, never leave it out in anything cooler than 55 temperatures.Used the company complaint client through their website, fully describing the debacle. This is now the 3rd delivery ruined in 3 days. And the second year running that they've failed to deliver on their promise. They quickly (I give them credit for that) emailed me back, saying they'll provide me a 30% refund that will be applied within a few days to my card. UNACCEPTABLE. So FTD intends on keeping $60 , of the $96.10 order ... and for that $60, I get 2 DEAD on arrival, useless trees? No. I refuse. I didn't do anything here to affect this situation. It isn't like I wasn't home or gave a wrong address or anything. Why am I the customer on the hook for 60% of the full cost when they guarantee satisfaction?For what it's worth, they screwed up the other order too (#***********), which i paid extra for to be delivered on the 14th. It wasn't delivered until the late evening of the 15th... but i was willing to let that go, because at least the flowers were in good shape when they got there late. So, I don't think I'm being unreasonable here.If they'd like their dead trees back and the pots with dirt they came in, I'll gladly ship them back to them. But I expect, for a s**** up this bad, to at least be made whole again. Not looking for anything else, just a full refund. 30% is insulting. I didn't receive a slightly diminished product, I got dead ones.Business Response
Date: 02/19/2025
We sincerely apologize that your order was delivered in unacceptable condition. We have processed a full refund in the amount of $96.10 to the original payment method, which will appear in your account in 3-5 business days.
We apologize for any misunderstandings regarding the delivery type of this product. The Bonsai trees that our company offers are shipped and delivered via *** in a gift box. This is listed under "Delivery Information" for this product. To view the description you can visit the following link- ***********************************************************************************************************************************************************************************************************************************************************************************;
Customer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you
Sincerely,
***** ****Initial Complaint
Date:02/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 10, 2025, I ordered flowers from FTD for *********** Day delivery (February 14). The flowers did not arrive on *********** Day, at all. But I received an email from FTD indicating that they were delivered. I called the recipient on four separate occasions, who verified that nothing from FTD ever came. On February 15th I called FTD. After 40 minutes of waiting I was connected to an agent whose English was inexcusably hard to understand. As best I could understand, she told me just to wait a day or two and then call back if the flowers didn't show up. To me, this is FRAUD, plain and simple. I told her I wanted a refund and she did not respond at all. I feel I have no recourse but to report this problem -- it is not the first time I had a bad experience with FTD.Business Response
Date: 02/17/2025
We are so sorry to hear that your recipient did not receive the *********** day flowers you purchased. We have processed a full refund in the amount of $125.74 to your payment method. Once again, we sincerely apologize for the inconvenience.Customer Answer
Date: 02/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ***** ********Initial Complaint
Date:02/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered flowers and a bear to be delivered on Valentines Day. I received an email 3-4 hours early that they were delivered. The flowers had not been delivered. I marked them as not delivered and contacted FTD for redelivery. Around 10pm I am told flowers arrived. They were not for the person I ordered for. She received another one persons flowers and no bear. She was kind enough to let the individual know who came and took their flowers. Instead of redelivering the flowers, customer service stated they just provided new flowers as part of their policy and refunded me $11 when I spent $99 on the flowers and the bear. They completely ignored the fact that they did not actually deliver the flowers I ordered to the person it belonged to.Business Response
Date: 02/17/2025
We are so sorry to hear that the wrong order was delivered to your recipient. We have processed a full refund to your payment method in the amount of $99.15. Once again, we apologize for the many errors made with your order.Initial Complaint
Date:02/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Valentines Day 12 red roses were wilted and looked burnt in the center of the buds. Ordered from *********, ** but came from ********! Also charged $25 for delivery after ordered. The flowers are an absolutely embarrassment!Business Response
Date: 02/17/2025
We are so sorry to hear about your experience and that your flowers arrived in poor condition. We have processed a full refund to your payment method. Please allow up to 5 business days for the funds to appear on your account.
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